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Communication

Say what you mean,

mean what you say.

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Thornton 1966 p. 237

A managers number one problem can

be summed up in one word:

communication.

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At least 80% of a managers waking

hours are spent in verbal

communication.

Whetten and Cameron, Developing Management Skills pages 216-217.

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Q: What is

your major problem in trying to getorganization changes implemented?

the key factor explaining pastsuccess in effectively managing

organizational change?

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Face-to-face

The ability to effectively communicateface-to-face is the most critical

characteristic in determiningpromotability.

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One-on-one

For most managers,

one-on-one communicationdominates all the other types

In predicting managerial success.

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Communication is a problem

in every organization

So who is at fault ?

Managers seem to agree:

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Its THEM, not me!

In a survey of 8,000 people

virtually everyone felt that he or shewas communicating at least as well as,

and in many cases, better than,

almost everyone else in theorganization.

Whetten and Cameron, Developing Management Skills pages 216-217.

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Could this be you?

agree that proficiency in

interpersonal communication iscritical to managerial success, but

dont feel a strong need to

improve own skill level.

Spitzberg 1994

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What is communication?

any verbal or nonverbal

behavior that is perceived by

another person.

David W. Johnson, Frank P. Johnson, Joining Together, Allyn and Bacon, 1994,p.130

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What is effective communication?

Effective communication can bedefined as the understanding of

an intended message between

two or more parties.

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What is ineffective communication?

Ineffective communication is thefailure to have another party

adequately understand anintended message.

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Is the message you send the

message received?

SENDER

RECEIVER

ENCODING

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Is the message you send the

message received?

Message

you send

Sender ReceiverEncoding

Message

received

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Is the message you send the

message received?

MESSAGE

YOU SEND 5 LevelsofCommunication

Sender ReceiverEncoding

MESSAGE

RECEIVED

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5 Levels of Communication

IH

This is what was said:

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5 Levels of Communication

IH

1st Level: What was heard

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5Levels of Communication

Greetings,cutie pie!

2nd Level: What the SPEAKER

thought he said.

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5Levels of Communication

Im

looking

so good!

3rd Level: What the HEARER

thought he said.

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5Levels of CommunicationWhat a

great

day!Level 4: What the SPEAKER

meant to say.

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5Levels of Communication

Want

to go

out?

5. What the HEARER

wanted to hear

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What she heard

What he said

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The importance of communication: A basic organization goal is survival.

The behavior of people enables

organizations to meet goals.

Communication is the MAJOR way toinfluence the behavior of others to

accomplish organizational goals. The most successful managers are

those who are skillful communicators.

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I

nterpersonal communication process

Reading #1: Memorize Figure 4.1

Noise is any element that interferes

with the communication process.

The success of communication dependson HOW WELL NOISE is OVERCOME orCONTROLLED.

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Myths and realities about the

nature of communication

Myth #1: We communicate onlywhen we intend to.

We frequently send messages we

are not aware of.

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Myths and realities about the

nature of communication

Myth #2: We communicate as if

words themselves had

specific meanings.

Words do not have meaning;

meanings are in people.

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Myths and realities about the

nature of communication

Myth #3: We think we communicateprimarily with words.

The majority of a message is basedon nonverbal communication.

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Myths and realities about the

nature of communication

Myth # 4: Communication is a one-

way activity of TELLINGpeople something.

Communicating is a two-wayactivity in which feedback is vital.

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Myths and realities about the

nature of communication

Myth #5: The message we send is

identical to the messagereceived.

The message received is NEVER

identical to the message intendedby the sender.

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Myths and realities about thenature of communication

Myth #6: You can never give

someone too muchinformation.

Information overload can be justas much of a problem as nothaving enough information.

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NOI

SE in the Sender

Attitude and frame of reference

Appropriateness of language or otherexpression of the message

Are you a credible sender? What do youneed to do to gain more credibility?

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NOI

SE in the Receiver

Attitudes

Background Experiences that affect the decoding

process

What do I know about my intended receiver?

What more do I need to find out?

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NOI

SE in the Channel

Environmental sounds

static, traffic

Speech problems stammering, whiney voice

Annoying or distracting mannerisms mumbling, soft voice

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Interpersonal OralCommunication

Activity

Now lets see!

How good are you?